Emergency Call Center Agent at Novada Health

Overview

• Emergency call center agents, also known as 911 dispatchers or emergency medical dispatchers (EMDs), are the first point of contact for individuals experiencing emergencies.
• They play a critical role in coordinating emergency response by receiving calls, assessing the situation, dispatching appropriate resources, and providing essential pre-arrival instructions to callers in need.

Responsibilities

• Answer incoming emergency calls from individuals reporting various situations, such as medical emergencies, fires, crimes, or accidents.
• Calmly and efficiently gather vital information from callers, including the nature of the emergency, location, and number of individuals involved.
• Assess the severity of the situation using standardized protocols and decision-making tools.
• Dispatch appropriate emergency responders based on the nature of the emergency, such as police officers, firefighters, paramedics, or other specialized units.
• Provide pre-arrival instructions to callers, including basic first aid measures, CPR guidance if certified, and how to secure the scene until help arrives.
• Maintain clear and accurate documentation of each call, including details of the reported emergency, caller information, dispatched resources, and pre-arrival instructions provided.
• May offer emotional support and de-escalation techniques to distressed or panicking callers.

Qualifications

• A licensed paramedic or equivalent certification in emergency medical services or a related field.
• Excellent communication and interpersonal skills to effectively gather information from callers, maintain composure under pressure, and provide clear instructions in high-stress situations.
• Active listening skills to pay close attention to caller details and understand the urgency of the situation.
• Strong critical thinking and problem-solving skills to quickly assess situations, make sound decisions, and prioritize responses.
• Ability to work independently while following established protocols and procedures.
• Emotional resilience to cope with stressful and often traumatic situations.
• Proficiency in computer skills and the ability to learn and utilize specialized call center software.